Client Control Specialist

First-Horizon-Bank; Germantown (TN); On-site; USD 55,000 - 75,000; Full time

Job summary

First Horizon Bank seeks a Mortgage Warehouse Lending support specialist to service warehouse lines of credit, handle back-office tasks, and respond to client inquiries. The role involves reconciling accounts, preparing loan documents, verifying data, and monitoring risk areas.

Independently manage client inquiries via phone and email and assist in audit confirmations and document management for MWL Fulfillment and Control Team. Strong MS Office skills and detail orientation are essential.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Excellent verbal and written communication with internal and external customers.
• Ability to work under pressure and meet deadlines while delivering exemplary customer service.
• Ability to work independently and carry out assignments to completion within given instructions.
• Knowledge of First Horizon systems preferred.
• Prior experience with legal loan documents preferred.

Responsibilities

• Set up new warehouse lines of credit per credit approval; coordinate with relationship management and client.
• Prepare and manage commercial loan documents; inspect for accuracy and compliance; assist clients to resolve discrepancies.
• Request Fidelity and E&O insurance; verify coverage meets MWL requirements and address deficiencies.
• Respond to client inquiries about payments, exceptions, and related topics.
• Assist clients in setting up web access for funding mortgage loans and resolve login issues.
• Perform audit confirmations with exact detail as requested by clients.
• Interact with relationship management and client support to validate wiring instructions and closing agents.
• Review and reconcile MWL deposits and general ledger accounts; monitor transactions for risk patterns and anomalies.

Skills

Puzzle solving

Written communication

Verbal communication

Attention to detail

Teamwork

Critical thinking

Organizational skills

Prioritization

Education

Bachelor’s degree or equivalent

Tools

MS Office (Word, Excel, Outlook)

Job description

Location: Onsite a location listed in posting

Summary

This position is within the Mortgage Warehouse Lending (MWL) Division. MWL provides commercial lines of credit to mortgage companies to fund mortgage loans. Under minimal supervision, candidate will interact with MWL clients to service warehouse lines of credit and perform back office, internal, business, and customer support for the MWL Fulfillment and Control Team. Candidate will independently handle telephone and email client inquiries and complete administrative duties such as reconciling accounts, preparing and managing commercial loan documents, verifying various data, and monitoring risk areas. Candidate must have the ability to make decisions regarding exceptions outside normal operating paradigms.

Essential Duties

Client Support

• Set up new warehouse lines of credit per credit approval. Communicate with relationship management team and client to ensure all documentation is appropriate per the approval.
• Prepare and manage commercial loan documents, working closely with Relationship Managers, inspect executed documents for accuracy and compliance, interact with clients to resolve any discrepancies, monitor receipt of documents, image executed documents.
• Request Fidelity and E&O insurance policies from clients, verify coverage complies with MWL requirements, contact clients regarding coverage deficiencies and resolve.
• Respond to client inquiries regarding haircuts, contract language, application of payments, exception funding requests, etc.
• Assist clients in setting up web users for mywarehouseline.com in order for clients to fund mortgage loans.
• Assist locked-out web users via telephone and email.
• Per client’s request, complete audit confirmation requests with exact detail

Internal Support

• Interact with relationship management team and client support team to answer questions, validate closing agents, and verify wiring instructions

Mitigate risk within Mortgage Warehouse Lending

• Review and reconcile MWL deposit and general ledger accounts
• Monitor transactions, detect patterns and anomalies, identify and resolve potential risk elements, document results
• Resolve changes in closing agent records and wiring instructions
• Verify new wiring instructions

SKILLS – Puzzle solving; excellent written and verbal communications skills; attention to detail; MS Office (Word, Excel, Outlook); teamwork/teambuilding skills; critical thinking; strong organizational and prioritization skills

ABILITIES – The ability to handle time critical situations; to follow through and complete tasks; to handle multiple tasks; to work independently but to know when to ask for help; to respond quickly to problem situations; to work under pressure and remain calm and pleasant; to take a systematic approach to work and plan ahead; to work well with others in a team setting but also be accountable for individual tasks.

Education and/or Work Experience:

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
• Bachelor’s degree required or equivalent work experience
• Prior experience with legal loan documents preferred
• Knowledge of First Horizon systems preferred

Physical Requirements

• Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Must be able to lift and carry up to 25 lbs
• Must be able to talk, listen and speak clearly on telephone